Moved to a new house, previous occupant was with Lila so we didn’t need the installation service, it was simply a case of activating the line. Ordered the 150mb speed and getting 160mb, rock solid. A... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
As a fibre optic engineer by trade choosing LC was easy. Fibre to the property, speeds of 1.8Gb for that price is incredible. I have full wifi coverage in the house as you can hardwire the router into... See more
Company replied
Marcus and Jakub turned up in the time window specified. Did a great job burying the line and cleaned up after themselves. Didn't leave until the service was active and called through to activate the... See more
Company replied
Reported an issue with my broadband at 3:30pm on Thursday, by 10am the following day the engineers came and resolved the issue. The engineers (Nikki and Keith) were very friendly and polite and I c... See more
Company replied
Company details
Written by the company
At LilaConnect, we deliver BROADBAND DONE BRILLIANTLY! Ultrafast, full-fibre broadband built for real life. No patchy connections. No evening slowdowns. No mid-term price hikes. Just a rock-solid, lightning-fast connection with upload speeds that leave the national average behind.* Our customers stick with LilaConnect because we keep things simple; honest pricing, outstanding service, and broadband that just works. Whether you’re streaming, gaming, working from home, or running a busy household, LilaConnect delivers speed, reliability, and performance you can rely on… every day, every time. That’s Broadband Done Brilliantly! * Ofcom UK Home Broadband Performance Report, March 2023. FAQ: https://lilaconnect.co.uk/faq
Contact info
4.5
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 90% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Clearly explained and worked perfectly
Clearly explained and worked perfectly
June 15, 2026
Unprompted review
Reply from LilaConnect UK
Hi,
Thank you for taking the time to leave us a review.
I’m really pleased to hear that everything was clearly explained and worked perfectly for you. It’s great to know the experience was smooth and straightforward, that’s exactly what we aim for.
We really appreciate your feedback and your support.
Kind regards,
Afruj Miah
Customer Service Team Leader
Easily done to renew good service. Caller very friendly
Easily done to renew good service
June 15, 2026
Unprompted review
Reply from LilaConnect UK
Hi Matthew,
Thank you for taking the time to share your feedback!
We’re really pleased to hear your renewal was quick and easy, and that you’re happy with the service.
Kind regards,
Customer Support Team 💜
Reply from LilaConnect UK
Hi Chelsea,
Thank you for your feedback! It’s fantastic to hear Martins and Marcus made such a positive impression and got everything set up quickly for you. We’ll be sure to pass your kind words directly to them.
Kind regards,
Customer Support Team 💜
It was connected with no mess or fuss
It was connected with no mess or fuss , the guys Marcus and Martins where friendly and extremely helpful nothing was to much trouble would reccomend the company and these guys
June 15, 2026
Unprompted review
Reply from LilaConnect UK
Hi Paul,
Thank you for taking the time to provide your feedback!
We’re really pleased to hear everything was connected without any fuss and that Marcus and Martins provided such a friendly and helpful service. We really appreciate the recommendation.
Kind regards,
Customer Support Team 💜
Great service
Great service, Antony was very helpful. Answered all my questions and helped navigate setting up an account
June 15, 2026
Unprompted review
Reply from LilaConnect UK
Hi Emily,
Thank you for your feedback.
We’re really pleased to hear Antony was so helpful and made setting up your account straightforward. We’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Long time customer Disatifsction
I’ve been a LilaConnect broadband customer for some time now, and unfortunately my overall experience has been quite frustrating. I’ve faced multiple ongoing issues, including weak connection, slow WiFi speeds, and concerns around pricing. The most pressing issue, however, has been the consistently poor WiFi performance from the Zyxel router.
Over the past few months, I’ve noticed a clear decline in speed and reliability. Despite raising these concerns several times, the support I initially received felt very scripted and repetitive — focusing on basic troubleshooting like router placement, channel changes, and interference from other devices, without actually resolving the root problem.
That said, I want to highlight a very positive experience with Kayur from the 2nd Line IT Support team. Kayur was excellent — he understood the issue immediately, came prepared, and communicated clearly and professionally throughout the call. He demonstrated strong technical knowledge, explained everything in detail, and ensured all my questions were fully answered. Most importantly, he engaged with me like a valued customer rather than just following a script.
I can honestly say that if it wasn’t for Kayur’s support, I was very close to cancelling my contract with LilaConnect. His approach made a significant difference and restored some confidence in your service.
LilaConnect — I would strongly encourage your teams, especially customer service and retentions, to review this interaction. There’s a lot to learn from how Kayur handled the situation. This is the level of service customers expect.
I hope going forward that the quality of both your service and support becomes more consistent.
March 17, 2026
Unprompted review
Reply from LilaConnect UK
Hi Mo,
Thank you for taking the time to share your honest feedback. We’re sorry to hear your recent experience hasn’t been as consistent as it should be, particularly around your WiFi performance and the support you initially received.
We’re really pleased to hear that Kayur was able to provide the level of service and technical support you expected, and we’ll be sure to pass on your kind words to him. We also appreciate your wider feedback comments, which have been noted for us to review our processes.
Kind regards,
Customer Support Team 💜
so easy, happy customer
The change over was so easy , the 2 young men that came out were polite and professional ,and importantly the price was very competitive and l was more than happy
May 28, 2026
Reply from LilaConnect UK
Hi Jean,
Thank you for your great feedback!
We’re really pleased to hear the changeover was so easy and that our team delivered a polite and professional service. It’s great to know you’re happy with both the experience and the value.
Kind regards,
Customer Support Team 💜
Amazing Customer Service
Absolutely amazing customer service from technical engineer Russ. He showed genuine compassion and concern when we're having issues with our wifi, and went above and beyond to solve the issue. Top guy thank you!
June 11, 2026
Unprompted review
Reply from LilaConnect UK
Hi David,
Thank you so much for your fantastic feedback!
We’re really pleased to hear Russ provided such compassionate and dedicated support while resolving your issue. It’s great to know he went above and beyond – we’ll be sure to pass on your kind words to him.
Kind regards,
Customer Support Team 💜
Outstanding Support from Kayur at LilaConnect
I received outstanding support from Kayur at LilaConnect and wanted to share my experience. I had been dealing with persistent packet loss, lag in online games, and broader upstream issues. From the very beginning, Kayur handled my case with professionalism, clear communication, and genuine dedication.
He kept me updated at every stage, explained the steps in a straightforward way, and clearly cared about getting the issue fully resolved. Thanks to his efforts, everything is now fixed, and my connection is stable and performing exactly as it should.
Support like this truly makes a difference. I can confidently recommend both LilaConnect and Kayur for their reliability, expertise, and excellent customer service.
June 12, 2026
Unprompted review
Reply from LilaConnect UK
Hi Mar Bo,
Thank you so much for your fantastic feedback!
We’re delighted to hear that Kayur provided such dedicated and professional support in resolving your issue.
It’s great to know everything is now running smoothly, and we really appreciate your recommendation.
Kind regards,
Customer Support Team 💜
Lila service
Hi, was such a nice service provided by Marcus and Martins they were very professional.
June 12, 2026
Unprompted review
Reply from LilaConnect UK
Hi Pedro,
Thank you for your feedback!
We’re really pleased to hear Marcus and Martins provided such a professional service and made the experience a positive one for you. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Phoned lila made an appointment to…
Phoned lila made an appointment to install our fibre broadband they were on time on the day the installer was a great guy fitting the broadband since then we have had fast broadband connection with no problems great service
June 9, 2026
Reply from LilaConnect UK
Hi Amanda,
Thank you for taking the time to provide your great feedback!
We’re really pleased to hear your installation went smoothly, the team arrived on time, and that you’re enjoying fast, reliable service.
Kind regards,
Customer Support Team 💜
Sound👍👍👍..
June 9, 2026
Reply from LilaConnect UK
Hi Jay,
Thank you for your sound feedback! 👍
We’re really pleased to hear you’re happy with the service.
Kind regards,
Customer Support Team 💜
Had some problems and Kayur went above…
Had some problems and Kayur went above and beyond to sort it out for me can’t fault him one bit
June 11, 2026
Unprompted review
Reply from LilaConnect UK
HI Yani,
Thank you for your kind feedback!
We’re really pleased to hear Kayur went above and beyond to get everything sorted for you. We’ll be sure to pass on your kind words.
Kind regards,
Customer Support Team 💜
Friendly staff great couple of lads…
Friendly staff great couple of lads very professional well done to vavan and Adam
June 11, 2026
Unprompted review
Reply from LilaConnect UK
Hi Neil,
Thank you for your great feedback! We’re really pleased to hear Cavan and Adam were friendly, professional, and made such a positive impression.
We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Kayur & Russ absolute ⭐️'s
Kayur (Senior Tech) has again exceeded expectations! He has been incredibly helpful with some technical issues and has even checked in to ensure everything is still running smoothly the following day. I could not ask for better support. Russ (Tech Support) also joined Kayur today and was equally supportive, and I am so grateful for their help.
June 10, 2026
Unprompted review
Reply from LilaConnect UK
Hi Louise,
Thank you so much for your fantastic feedback for our technical support team members!
We’re delighted to hear Kayur and Russ provided such supportive and dedicated service, and that they went the extra mile to ensure everything was running smoothly. We’ll be sure to pass on your kind words to them.
Kind regards,
Customer Support Team 💜
Cavan & Adam were very professional and…
Cavan & Adam were very professional and polite, they both acted as expected and we were very happy with the whole experience. I don’t expect these comments with find their way back to the Engineers but they should and they should be commended on their work etiquette 👍
June 8, 2026
Unprompted review
Reply from LilaConnect UK
Hi Andrew,
Thank you for taking time to provide your great feedback!
We’re really pleased to hear Cavan and Adam delivered such a professional and positive experience. They’ll truly appreciate your kind words, and we’ll make sure this is shared with them – recognition like this means a lot.
Kind regards,
Customer Support Team 💜
Problem sorted fast
June 5, 2026
Unprompted review
Reply from LilaConnect UK
Hi Neil,
Thank you for your great feedback!
We’re really pleased to hear your issue was sorted quickly with our support team members.
Kind regards,
Customer Support Team 💜
Advisor helped me to sort out my Wi-Fi…
Advisor helped me to sort out my Wi-Fi issue very quickly…excellent service that’s why I stay with Lila as you can always talk to someone if you ever encounter any issue which I have to say are few and far between…thanks keep up the great customers service.
June 10, 2026
Unprompted review
Reply from LilaConnect UK
Hi Gary,
Thank you for your great feedback!
We’re really pleased to hear your WiFi issue was resolved quickly and that you continue to find our team helpful. It’s great to know you’re happy with the service.
Kind regards,
Customer Support Team 💜
Great service
Great service, really nice gentleman Antony who explained everything really well and clearly! looking forward to the upgrade 🥳
June 9, 2026
Unprompted review
Reply from LilaConnect UK
Hi Jaye,
Thank you for your great feedback! 🥳
We’re really pleased to hear Antony provided such clear and helpful support. We hope you enjoy your upcoming upgrade!
Kind regards,
Customer Support Team 💜
Antony was excellent
Antony was excellent, very helpful setting up my account and dealing with a further query later on - highly recommended, many thanks!!!
June 9, 2026
Unprompted review
Reply from LilaConnect UK
Hi John,
Thank you for your fantastic feedback!
We’re really pleased to hear Antony was so helpful in setting up your account and supporting you with your follow‑up query.
We really appreciate the high recommendation.
Kind regards,
Customer Support Team 💜
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.